Currently, with increasingly fierce competition for market share among banks, improving customer satisfaction at banks is an issue that needs special attention. Therefore, it is necessary to conduct analysis and assessment of customer satisfaction about the bank's products and services and service culture to know how customers perceive themselves, know the advantages and disadvantages of the bank. Need to be maintained and inadequacies should be corrected. Not outside the general trend of banks today, BIDV is also aware of the importance of improving customer satisfaction when using BIDV's services to create a competitive advantage with other banks. Other customers, namely individual customers, are an important component of the bank's main profit.